Sophos SF SW/Virtual Firewall - UP TO 1 CORE & 4GB RAM Enhanced Support 24/7.

ENHANCED

Software Downloads, Updates and Maintenance

·         Web-based access to the most recent scheduled software upgrades, which includes error correction packages and functionality enhancements.

·         Web-based access to Sophos malware and spam updates, ensuring rapid protection against the latest security threats.

Web Self-Help Support and Support Forums

·         Web-based Forums: Access Sophos forums at Sophos Community.

·         Knowledgebase: Explore a comprehensive, searchable knowledgebase at Sophos KB.

·         Customer Resource Centers: Find tips, best practices, system requirements, startup guides, manuals, and solution-specific videos at the Customer Resource Centers.

·         Product Upgrade Center: Get details on new versions, system requirements, and upgrade guides.

·         Security Information: Stay informed about product advisories and security threats.

Access to News Subscriptions

·         Security Alerts and Information: Stay informed about security threats and protection strategies through our support news bulletins.

·         Product Updates: Get the latest information on error corrections, new features, and installation instructions for Sophos products.

·         Stay Connected: Follow us on Twitter (@SophosSupport) to receive updates on product news, events, and announcements.

·         Mobile Alerts: Manage which Sophos product notifications are sent to your mobile device through the “Manage Alerts” feature.

Online Support case management and reporting portal

·         Unlimited access to the online Sophos Support Portal.

·         View, open, close, and manage Sophos Support cases.

·         Access the latest support notifications, advisories, and articles.

·         Ability to grant administrator or user rights.

·         Create groups for team collaboration on cases.

·         Export case reporting and statistics.

Remote Assistance Support

·         Sophos Technical Support may request remote access to the affected system to expedite diagnosis and resolution of incidents.

·         If remote access is not available, resolution time may be extended.

·         During remote sessions, the tech support engineer may request access to diagnostic logs.

·         Remote access requires express permission from the customer or partner and remains under their supervision.

·         Industry-recognized tools like SSH, Microsoft Terminal Services, LogMeIn Rescue, or TeamViewer are used for remote access.

Warranty (Sophos XG and XGS Appliances, Sophos RED/SD-RED and Access Points)

1.      Extended Warranty:

·         Customers can extend the warranty beyond the included 1 year by purchasing a support plan.

2.      Advanced RMA:

·         All support plan customers receive Advanced RMA.

·         Sophos aims to send replacement units within 24 hours of notification and receipt of an RMA number.

·         The upfront service is valid for the lifetime of the purchased support contract.

3.      Technical Support and Warranty for RED/SD-RED and Access Points:

·         Legacy RED and AP Series Access Points are covered if the associated XG or XGS Series appliance has a valid support contract.

·         Extended hardware warranty for legacy RED and AP Series Access Points requires Enhanced Plus support on the appliance.

·         APX Series Access Points and SD-RED devices have a 5-year return & replace warranty.

4.      High Availability:

·         Active/Active: Each active appliance needs Enhanced or Enhanced Plus support for technical support, advanced replacement, or extended warranty.

·         Active/Passive: Technical support for the passive unit requires Enhanced or Enhanced Plus support on the master (active) unit.

Continuous Support Contracts

·         If a customer’s support contract is valid and continuously active, they receive the warranty benefits mentioned in section 2.6. If the contract lapses, they can renew it to regain those benefits. Sophos may charge a reinstatement fee, not exceeding 6 months of fees.

Additional Protection Modules

Email Protection

On-box antispam, AV, DLP, encryption

Web Server Protection

Web Application Firewall

Additional Support Options

Enhanced Plus Support Upgrade

Upgrade your support with VIP support, HW warranty for add-ons, TAM option (extra cost)

ENHANCED PLUS

VIP access to Senior Technical Resource Team

·         All incidents submitted by customers or partners are tracked in the Sophos incident management system. Each incident receives an individual reference number and is prioritized based on its assigned severity level.

·         Incidents submitted via the designated Enhanced Plus support plan (telephone, web, and portal) are automatically assigned to priority queues within Sophos Technical Support’s incident handling procedures.

·         Incidents in the priority queues are then routed to senior-level Sophos Technical Support engineers for resolution.

Remote Consulting

·         Service Overview:

·         Sophos offers up to 8 hours of Remote Consulting per year while your support contract is active.

·         The number of consulting hours depends on the product you’ve purchased:

·         For Sophos Firewall:

·         85-200 series: 2 hours

·         300-400 series: 4 hours

·         500-700 series: 8 hours

·         All other Sophos products: 4 hours

·         Key services provided during remote consulting include:

·         Proactive health checks

·         Troubleshooting for issues

·         Best practices demonstrations

·         Performance and feature optimization

·         Out of Scope:

·         New setup or installations

·         Deployment of new appliances

·         Configuration changes

·         Professional services engagements

·         Custom script development or modification

·         Secure Connection:

·         Remote access is established through secure encrypted tools (e.g., LogMeIn Rescue, SSH, Microsoft Terminal Services, TeamViewer).

·         Access is granted with the customer’s or partner’s express permission and remains under their supervision.

Malware Sample Handling

·         Any suspicious files sent through the specified sample submission process are given priority for malware analysis.

Additional Protection Modules

Email Protection

On-box antispam, AV, DLP, encryption

Web Server Protection

Web Application Firewall

Additional Support Options

Enhanced Plus Support Upgrade

Upgrade your support with VIP support, HW warranty for add-ons, TAM option (extra cost)